Submitting a complaint

Before you file a complaint with the Ombudsman against a slow- or a lack of reaction, or a particular decision of an administration, you must have personally contacted the relevant administration beforehand to request an explanation or a clarification, or to challenge the relevant decision taken by this particular body.

We recommend to intervene in writing (preferably by registered letter with acknowledgment of receipt) and to keep a copy thereof.

You can fill contact us if you have not received an answer within a month, or if you are not satisfied with the answer received from the administration.

Finally, please note that the introduction of a complaint with the Ombudsman does not interrupt objection periods regarding administrative and litigation appeals.

Please address your complaint:

• By email to info@ombudsman.lu

• By post to:

  Ombudsman
  65, route d'Arlon
  L-1140 Luxembourg

We kindly ask you to provide a telephone number and/or email address.

If you have any questions or would like to schedule an appointment, you can contact us by telephone at (+352) 26 27 01 01.

You can find the directory of our Complaints Department here:

https://annuaire.public.lu/fr.html?id=2723

Using AI (Artificial Intelligence) to Draft a Complaint

Can I use AI to draft my complaint?

Yes. You may use AI or other digital tools to help you draft your complaint.

However, please be aware that AI can make mistakes. It may sometimes use incorrect information, cite the wrong legal, regulatory, or case law basis, or provide information that does not correspond to your specific situation. It is therefore essential to review the content of your complaint before submitting it to us.

Do I need to specify the sources used when I use AI?

Yes. You are responsible for the accuracy of the information contained in your complaint. This also applies if you have used AI. Therefore, make sure to cite official and verifiable sources.

Will my complaint be taken less seriously if I use AI?

No. We do not handle your complaint differently if you use AI.

What happens if the AI provides an opinion that differs from the Ombudsman's?

It is possible that AI may provide an opinion that differs from the Ombudsman's.

As a reminder, we assess the admissibility and merits of your complaint based on the facts specific to your situation, the laws and regulations in force in the Grand Duchy of Luxembourg, and the available case law and legal doctrine.

If there is a difference of opinion, it is important to verify the sources used by the AI, since it may sometimes rely on regulations, case law, or developments that do not apply to your particular situation.